What is the Crave Cookies franchisee's obligation regarding customer complaints?
Crave_Cookies Franchise · 2025 FDDAnswer from 2025 FDD Document
- 7.14 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints.
Crave Cookies Franchising may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Crave Cookies Franchising may require Franchisee to reimburse Crave Cookies Franchising for any expenses.
- 7.15 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Crave Cookies Franchising for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and mystery shopping.
Crave Cookies Franchising shall share with Franchisee the results of these programs, as they pertain to the Business.
Franchisee must meet or exceed any minimum score requirements set by Crave Cookies Franchising for such programs.
Crave Cookies Franchising may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
Source: Item 22 — CONTRACTS (FDD page 47)
What This Means (2025 FDD)
According to the 2025 Crave Cookies Franchise Disclosure Document, franchisees are obligated to address customer complaints. Franchisees must use their best efforts to promptly resolve any customer complaints that arise.
Crave Cookies Franchising retains the right to intervene and take action to resolve customer complaints related to the franchisee's business. If Crave Cookies Franchising incurs expenses while resolving a complaint, they can require the franchisee to reimburse them for those expenses.
Furthermore, Crave Cookies requires franchisees to participate in programs designed to evaluate customer feedback and compliance with the Crave Cookies system. These programs, which are at the franchisee's expense, may include customer feedback systems, customer survey programs, and mystery shopping. Franchisees must also meet or exceed any minimum score requirements set by Crave Cookies for these programs and may also be required to maintain minimum scores on public internet review sites like Yelp or Google.